CFI Group - Claes Fornell International

Why Measure Customer Satisfaction?

Your organization's success, systematically predicted.

Satisfied customers are more profitable. Sounds simple, but it’s true. Higher customer satisfaction leads to repeat business and recommendations…for bottom-line impact. But, there’s a catch. The only way to understand and improve customer satisfaction is to start with a scientific measurement system.

With the proven methodology of the American Customer Satisfaction Index (ACSI), you can:

• Understand how satisfied your customers are today using a credible and time-tested system
• Quantify the impact of satisfaction on your customers’ intent to buy from you again, choose your brand over the competition and recommend your company and products to others, among other desired customer behaviors
• Predict the impact of service and product improvements on customer satisfaction, loyalty, recommendation and other metrics with bottom-line impact
• Prioritize improvements based on a credible metric so that you make investments where you’ll realize the greatest ROI -- in customer satisfaction, loyalty, sales and areas vital to your business
• Benchmark against other leading organizations and established customer satisfaction indices